What will IFF Research do?

IFF help us to engage with our customers to gather feedback on our services. They will run the following on our behalf:

• Our Customer Experience Survey, focuses on key areas like customer service, repairs, safety and your neighbourhood. IFF will contact our customers either by phone, email or text.  The findings are published in the annual report to customers and will be shared with the Regulator of Social Housing, as part of the new consumer regulations.
• Surveying those who have moved into a newly-built property in the last year, so we can understand the sales experience, the quality of the new home and the service provided upon moving in.
• Sending a SMS text survey to customers who have logged a complaint that has recently been closed.
• Sending a SMS text survey to customers who have had a responsive repair, planned maintenance works, a gas safety check, an electrical safety check or an inspection of lifting equipment recently completed.

We’ll use the feedback to improve our services, compare our results with other housing associations, and follow up on any issues, with the permission of our customers.

How will customers be contacted?

Customer Experience survey
Every month a sample of our customers will be sent an email or SMS text inviting them to complete the survey online via a link to IFF’s website or receive a telephone call from IFF Research to complete the survey.

New Build survey
The New Build survey is conducted via telephone.

Responsive Repairs
Customers who have had responsive repair completed recently will be invited to take part via SMS text. Messages are charged at standard text rate or depending on the mobile plan.

Planned maintenance
Customers who have had planned maintenance works that has recently been completed will be invited to take part via SMS text. Messages are charged at standard text rate or depending on the mobile plan.

Complaints
Customers who have logged a complaint that has recently closed will be invited to take part via SMS text Messages are charged at standard text rate or depending on the mobile plan.

Building Safety Survey
Customers who have had a gas safety check, an electrical safety check or an inspection of lifting equipment recently completed will be invited to take part via SMS text. Messages are charged at standard text rate or depending on the mobile plan.

Building Safety Perception Survey
Customers who receive certain building safety services will be sent an email or invited via a phone call to complete a short survey by our research partner IFF Research. This is to provide feedback on compliance types such as electrical safety, fire systems safety, communal heating, water hygiene, mechanical compliances such as doors, gates and barriers as well as commercial lifts.

How frequently will customers be contacted?

The majority of customers will not be contacted more than once within a six month period for the customer experience satisfaction survey.

Repairs SMS text surveys are sent on a daily basis, however customers will not be contacted more than once over a 14 day period.

Complaints SMS text survey will only be sent out every week to all customers with a closed complaint; customers will not be contacted more than once in a four week period.

Planned Maintenance SMS text surveys are sent out weekly and Building Safety SMS text survey are sent out daily, because of the lesser frequency of these activities there are no constraints about how often a customer will be contacted.

If Riverside do not hold valid contacts details or customers have opted out of taking part in surveys they will not be contacted.